HP MOBILE FAX not functioning after recent app revision

[GHOSTUSER]

I utilize the mobile fax within the HP app  frequently, without issue.  Today, my document would not upload.  I then updated the HP app, and the document(s) would still not upload to the mobile fax.  Any assistance in resolving this would be appreciated.  I restarted the printer, app, IOS device without any resolution.  And the document was less than 400kb, so it’s not a file size issue.  

[VikramTheGreat]

Hi @GHOSTUSER,

Welcome to the HP Support Community.
 

Thank you for posting your query. I will be glad to help you.

I know how important mobile faxing is for your workflow, and it’s frustrating when something that’s been working smoothly suddenly stops.

You're not alone; many users of the HP Smart app on iOS have recently reported issues with documents failing to upload to Mobile Fax, even after updating the app and restarting devices.

HP-Recommended Steps to Fix Mobile Fax Upload Issues on iOS

1. Check File Format

Even if the file is under 400KB, ensure it’s in a supported format:

• ✅ Supported: PDF, JPG, PNG
• ❌ Unsupported: DOCX, HEIC, or scanned images with unusual encoding

Try converting the file to PDF using the iOS Files app or a third-party app.
 

2. Reinstall HP Smart App

Sometimes updates don’t fully overwrite older app data.

• Delete the HP Smart app from your iPhone/iPad.
• Restart your device.
• Reinstall the app from the App Store.
• Log in again and try uploading the document.
   

3. Check App Permissions

Go to: Settings > HP Smart > Allow HP Smart to Access
Make sure these are enabled:

• ✅ Photos
• ✅ Files and Folders
• ✅ Local Network
• ✅ Background App Refresh
   

4. Try a Different Network

Sometimes the upload fails due to network restrictions or instability.

• Switch to a different Wi-Fi or use mobile data.
• Try uploading the same file again.

I hope this helps.

Take care and have an amazing day!
 

Did we resolve the issue? If yes, please consider marking this post as "Accepted Solution" and click "Yes" to give us a helpful vote - your feedback keeps us going!

Regards,

VikramTheGreat

[kmpsp]

I have the same issue and none of the troubleshooting HP recommends addresses it. It's time to admit this is a real issue for HP to address. I used to use HP Smart mobile fax all the time without any issues. Then recently when I tried to compose a fax, the "SEND" button just hangs in a constant circling mode and you can't press it. I searched and discovered there was an updated app. So I figured that was the problem and so I deleted the old one downloaded the new one. And yes, I have done that more than once and there seems to be no change to settings or anything else that will address it. Scanning works from the HP app. It's just mobile fax. I also no longer see anywhere that I can toggle off the Mobile Fax dashboard button and then engage it. I've looked everywhere. I used to work for an internet start up so I am quite tech savvy. We need a real solution for this flaw.

[GHOSTUSER]

Yes, thank you for affirmation that this is not an isolated matter.  It happens every time they update the app - there was not even a notice that the app had updated/been significantly reconfigured until the old one didn’t work anymore.  I just want to know how to bring it to the developers’ attention so that it can be rectified in a timely manner.  

[kmpsp]

Agreed!

[VikramTheGreat]

Hi @GHOSTUSER,

Please help us with the Printer serial number or the product number in a private message for further assistance.
 

Here is the link to find the product serial number: - Click here

To access your private messages, simply click the private message icon on the upper right corner of your HP Support Community profile, next to your profile and send a private message to me with the serial number, because we value your privacy.
 

VikramTheGreat

HP Support

[PhilR4]

Was there ever an answer or fix to the issue of HP app not allowing mobile fax after scanning? We have had some success restarting both printer and iPhone but it must be an app issue as it connects to the printer fine and scans fine. It just never provides the mobile fax active button…..

[GHOSTUSER]

My specific issue with mobile fax involved it not uploading  a PDF document after the new app launch.  The bug seemingly  resolved for that specific issue approximately one week after the new app launch without me doing anything specific,  but that was with iPad utilization - have not attempted iPhone mobile fax.  

[PhilR4]

I see. Our issue is the app scans the needed docs bit never allows the fax button to activate and doesnt show the just scanned docs even though the pdfs are or can be saved. My wife uses it, or attempts to, and gets frustrated. We have had some success shutting off her phone and the printer then retrying. I suspect some app issue with the transfer of the scanned images into the app (or an extremely long delay) since it is able to control the printer fine to do the scans. Its a pain to use since it takes her several tries for every fax.